Endpoint Lifecycle & SLA Support Specialist

TRG; Westlake (OH); Sur place; USD 55 000 - 85 000; Plein temps

Résumé du poste

TRG is seeking a Contract Support Specialist in Ohio to ensure successful delivery and ongoing management of endpoint services, device lifecycle, break/fix, and managed IT services. You will act as the liaison among Customer Success, Service Delivery, Operations, Sales, and Finance to align services with contracted terms.

The role emphasizes maintaining accurate service entitlements, monitoring SLAs, coordinating issues, and supporting reviews with a strong customer-first mindset and IT service

Qualifications

• 2–5 years of experience in Customer Success, IT Service Delivery, Managed Services, Endpoint Services, Service Operations, or Contract Support.
• Experience with IT services, field services, device lifecycle, or technology support is preferred.
• Understanding of endpoint devices such as laptops, desktops, mobile devices, printers, scanners, or other enterprise technology.
• Familiarity with SLAs, service delivery models, and device lifecycle management.
• Strong customer communication and relationship-management skills.
• Excellent organizational skills and attention to detail.

Responsabilités

• Serve as an operational point of contact supporting assigned customer accounts.
• Partner with Customer Success Managers and Account Managers to deliver a consistent, high-quality customer experience.
• Develop an understanding of each customer's environment, contracted services, locations, devices, SLAs, and support requirements.
• Coordinate customer requests and ensure issues are directed to the appropriate Service Delivery or Operations teams.
• Proactively follow up on outstanding service issues and customer commitments.
• Identify recurring customer concerns and drive resolution with internal teams.
• Support onboarding, service transitions, renewals, and expansion initiatives.
• Identify opportunities to expand services based on customer requirements and device lifecycle needs.

Connaissances

Organizational skills

Customer-focused

Communication skills

Analytical thinking

Multi-tasking

Outils

ITSM systems

CRM systems

ERP systems

Description du poste

TRG is seeking a Contract Support Specialist in Ohio to ensure successful delivery and ongoing management of endpoint services, device lifecycle, break/fix, and managed IT services. You will act as the liaison among Customer Success, Service Delivery, Operations, Sales, and Finance to align services with contracted terms.

The role emphasizes maintaining accurate service entitlements, monitoring SLAs, coordinating issues, and supporting reviews with a strong customer-first mindset and IT service